Compare Yourself to the CEOpulse
This article contains initial results from our industry survey conducted in 2021 with our strategic partner, NewGround. This will be an ongoing study with bank and credit union CEOs so…
Archives: Resources
10 Must-Do’s to Reverse the Member Satisfaction Trend
There’s been a lot of discussion over the recently published industry satisfaction results from American Consumer Satisfaction Index (ACSI). Generally, banks have scored higher than credit unions for two years…
Thriving Employees Will Result in Thriving Credit Unions
Richard Branson said, “Take care of your employees and they will take care of your clients.” There’s no better time to focus on taking care of your employees. In this…
Five Things to Learn from Surviving this Crisis
In the midst of every crisis lies great opportunity. This article presents five opportunities for your financial institution to optimize your service performance at every level in the “new” world.
Optimizing Member and Employee Experiences, One Process at a Time
Download our case study to see how we partnered with one credit union to optimize their member and employee experience culture!
3 P’s to Reclaiming Member Service Superiority
For the first time EVER, credit unions have fallen below banks in the American Consumer Satisfaction Index. No need to pain but definitely time to refocus your efforts. In this…
Invest in Employee Engagement to Grow Your Business
By focusing on making your people as happy as possible, your business success will follow. The financial services industry is faced with numerous challenges to future profitability. Check out this…
Create a WOW! Lending Experience
Lending success is critical to the future viability for many of our clients. Following is a recap from a presentation we delivered to an audience of lenders that lays out…
Create a “Joyous” Culture
Far too many employees think their job is just a job. How many of your employees feel that way? Just one employee with this attitude can have a corrosive impact…
Make Your Incentives Disappear!
Incentive programs may represent the most perplexing conundrum in our industry. What started out as well-intention has turned into highly destructive to many cultures. In many instances the intent was…